Assistant Manager Guest Services
Hyatt Regency Riyadh Olaya
مجموع سنوات الخبرة :24 years, 8 أشهر
Assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards and meeting employee, guest and owner expectations.
Assist Front Office Manager in managing the guest service department as a successful independent profit center, ensuring maximum guest satisfaction, through planning, organizing, directing and controlling the Concierge operation and administration.
To follow up on duty logs and co-ordinate service recovery calls and service follow up calls on a regular basis.
Incharge of opening and closing telephone and fax line in the entire property as and when required by guests and colleagues alike.
Incharge of monitoring and reviewing Departmental Operations Manual as and when needed.
Supervising reservation department in the absence of Reservation Manager.
Have a good knowledge of all systems and standard operating procedures of front office.
Incharge of preparing Payroll for the department
Actively participate in the formulation of the Annual Operating Budget for the department in determining outlet projected revenues and expenses, operating equipment and FF&E requirements in line with the compilation of the Annual Business plan.
To maintain effective cost control through monthly review of the departmental Profit and Loss Statement.
Any task assigned by division head or direct manager.
To follow up on duty logs and co-ordinate service recovery calls and service follow up calls on a regular basis.
Incharge of opening and closing telephone and fax line in the entire property as and when required by guests and colleagues alike.
Incharge of monitoring and reviewing Departmental Operations Manual as and when needed.
To attend Daily Operations Meeting.
Incharge of HySat Project (Hyatt Guest Satisfaction Program)
Responsible to handle Guest and Administration requests through OmniVista (8770) vesion 3.1.
Training incharge for the sub department.
Oversee Triton (Guest request management system) and ensure all Guest request are monitored, followed up and completed withing standard timne frame to Guest satisfaction.
Manage all incoming and outgoing calls in the hotel.
Incharge for Guest Services Centre duty roster and vacation plan for associates
Ensure courtesy call plan is followed for all in-house Guests and feedback is shared and actioned.
Ensure associates are trained in call handling procedures in case of emergency such as fire, major accidents, bomb threats etc.
Manage CID system to ensure relevant Guest data is shared with CID office in time and to manage the CID system database.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Maintains database by entering information.
Identify, research, and resolve customer issues using the computer system.
Follow-up on customer inquiries not immediately resolved.
Register guests and assigns rooms and process guest check outs.
Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
Reports any unusual occurrences or requests to the manager or assistant manager.
Knows all safety and emergency procedures, Is aware of accident prevention policies.
Ensure each check-in Guest is given a courtesy calls within 20 minutes of check-in
Follow established standards during check-in, check-out to ensure maximum Guest satisfaction.
Responsible to maintain front desk cash float.
Responsible to respond to all guest requests and follow thoroughly.
Handle guest complaints and keep team informed for any follow up required.
Work in tandem with Housekeeping and Engineering during daily operations in regards to guestroom status.
Review Front Desk Logbook daily to monitor all activities.
Responsible for processing room reservation by fax, phone and e-mail.
Greet all guests in the lobby in a warm and professional manner, make them feel welcome.
Recognize all returning and VIP guests, and welcome them back. Escort all guests checking in to their accommodations following hotel procedure. Inform them about all hotel and guest room features, hotel facilities and emergency.
Deliver the morning newspapers to each occupied guest room.
Responsible for the delivery of Guest’s to their room, luggage, messages and any other items for delivery within the Hotel.
Store and retrieve luggage and other objects for guests.
Offer assistance to all guests and provide them with information requested and directions, escorting the guest whenever possible.
Communicate special guest requests to the Concierge Manager/Manager on Duty.
Assist guest with transportation requests.
Follow department policies, procedures and service standards, including all safety policies.
Responsible for Administration activities.
Prepare and distribute staff salaries.
Maintain outgoing expenses & budget.
Maintain staff documentation.
Resolve customer complaints through Tabs.
Calculate total payments received during a time period and reconcile this with total sales.
Maintain periodic balance sheets of amounts and numbers of transactions.
Handle company utility bills.
Preparation of budget and billing reports.
Handled large turn arounds and shutdown of over one month duration.
Comprehend and understand fully well all instructions relevant to the security of the plant and the manpower.
Handled external audits in connection with ISO-9001 and SA-8000.
Dealing with contractors and vendors on behalf of the organisation.
Preparation of daily duty schedule.
Handle all printing of stationery, procurement of uniforms / allied items and all other items required by the department.